Updating Tracking Information

Updating Tracking Information

Merchants cannot manually update their own tracking information on existing orders from within CommerceInterface. They will need the assistance of a Merchant Success agent to make these changes.

This means it’s imperative merchants do everything they can to avoid broken or inaccurate tracking uploads. However, in the situation that an order's tracking number does need to be changed, merchants will need to follow the steps outlined in this article.

Avoiding Broken/Inaccurate Tracking

Broken or inaccurate tracking cause issues for merchants and their customers alike. That's why it's so important that merchants ensure all information is correct before uploading new orders into CommerceInterface.

The most common cause for broken tracking is inaccurate Carrier Codes. Merchants should make sure they are using the correct Carrier Codes when completing the shipment_carrier field for each order.

Review our list of Approved Carrier codes. Save this file for your future reference.

Requesting Tracking Updates

1. Download the “Tracking Update Template”, and complete it for all affected orders.

For Column A, use the "ORDER ID" as listed in CommerceInterface.

For Column D, reference our list of Approved Carrier Codes.

**2. Format all data fields as "Text", then Save As a .CSV file.**

If your data is not formatted correctly, our system cannot process it properly. Make certain all numbers are formatted as "Text", and not "Numbers" or "Normal".

3. Open a new Support Ticket with the subject line "TRACKING UPDATE - File Attached".

Attach your new .CSV to this ticket, and one of our support agents will help make that change in our system as soon as possible.

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Metric	Description	Score	Goal
Overall Performance	Overall Scorecard Health		≥80%
Tracking Uploaded On-Time Rate	The rate at which orders receive a tracking number upload from the merchant within 2 business days of the order being placed.		≥93%
Tracking Movement On-Time Rate	The rate at which an order's tracking number shows movement on the carrier's website within 3 business days of the order being placed.		≥92%
Cycle Time	Average time elapsed between the date an order is placed, and the date that order is marked delivered.	Days	≤6 Days
Customer to Merchant On-Time Response Rate	The rate at which tickets and messages created by customers receive a response within 1 business day.		≥95%
Cancellation Rate	The rate at which orders placed are then cancelled by the merchant prior to tracking upload.		≤1.91%
Return Rate	The rate at which successfully placed orders are returned/refunded.		≤2.69%
Customer to Groupon Contact Rate	The rate at which orders received by the merchant result in customers contacting Groupon Customer Service.		≤1.4%
Customer to Merchant Contact Rate	The rate at which orders received by the merchant result in customers opening a ticket to contact the merchant directly.		≤3.6%
Customer Satisfaction Score	The rate of customers indicating satisfaction with their merchant’s customer service following a ticket being marked “Solved”.		≥70%

Metric

Description

Score

Goal

Overall Performance

Overall Scorecard Health

≥80%

Tracking Uploaded On-Time Rate

The rate at which orders receive a tracking number upload from the merchant within 2 business days of the order being placed.

≥93%

Tracking Movement On-Time Rate

The rate at which an order's tracking number shows movement on the carrier's website within 3 business days of the order being placed.

≥92%

Cycle Time

Average time elapsed between the date an order is placed, and the date that order is marked delivered.

Days

≤6 Days

Customer to Merchant On-Time Response Rate

The rate at which tickets and messages created by customers receive a response within 1 business day.

≥95%

Cancellation Rate

The rate at which orders placed are then cancelled by the merchant prior to tracking upload.

≤1.91%

Return Rate

The rate at which successfully placed orders are returned/refunded.

≤2.69%

Customer to Groupon Contact Rate

The rate at which orders received by the merchant result in customers contacting Groupon Customer Service.

≤1.4%

Customer to Merchant Contact Rate

The rate at which orders received by the merchant result in customers opening a ticket to contact the merchant directly.

≤3.6%

Customer Satisfaction Score

The rate of customers indicating satisfaction with their merchant’s customer service following a ticket being marked “Solved”.

≥70%